Latest Vacancies at Greenbay Healthcare Services Limited

Job Title: Call Centre Agent

Location: Lagos

Core purpose of the Job

• Answer and or initiate customer calls, respond to customer needs in a professional, service – oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution.
• Be knowledgeable about the products and services of HMO Companies.

Task Complexity
You are expected to contribute meaningfully with the following duties;

• Respond to requests, inquiries and complaints from clients and prospective clients while maintaining a positive attitude.
• Assist prospective clients in their choice of company’s health Plan by providing relevant and accurate information.
• Upgrade enrollees’ Health plans accordingly.
• Escalate unresolved issues to the team lead and follow-up on the clients’ complaints to ensure optimal clients’ satisfaction.
• Function as an information source through telephonic assistance to members, providers billing agencies, and various company/department staff.
• Conduct member outreach calls as assigned to proactively educate members on services available (Welcome Calls).
• Process complaints, following established guidelines.
• Maintain knowledge of National guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.
• Answer calls professionally and respond to customer inquiries.
• Provide pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
• Interact with provider community and various departments to resolve issues involving the membership and credentialing status.
• Explain benefits, eligibility status, enrolment processing procedures and status of authorizations and referrals to callers.
• Politely attend to clients’ suggestions, objections and complaints.
• Communicate with clients to inform them of updates in service.
• Conduct surveys to evaluate Customer Satisfaction.
• Forward feedback, tasks and recommendations to appropriate Units/personnel.
• Document daily activities and forward report to Team Lead.
• Maintains call Center database by entering and verifying information; updating contact log.
• Improves quality results by recommending changes.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

• A Degree in Mass Communication, English Language, Linguistics

Job Specification (Experience & Training):

• Academic and Professional: First Degree in Arts, Humanities or Social Sciences, an MBA will be an added advantage.
• Minimum of 2 – 4Years’ Experience In a similar role.

Job Specific Competencies (Skills / Knowledge / Attributes):

• Good Listening Skills
• Good People Skills
• Good influencing and problem-solving skills
• Telephone Skills
• Ability to learn fast
• Ability to work under pressure
• Data Entry Skills.

Job Title: Medical Officer

Location: Lagos

Core Purpose of the Job

• Responsible for overseeing healthcare provider network development and management, care coordination, provider relations, claims administration, and wellness programs and at the same time ensuring enrollee satisfaction.

Task Complexity
You are expected to contribute meaningfully towards team target achievement.

• Oversee member services activities and client relationship management.
• Assist in the marketing of health plans to private and public organizations by developing training materials, conduct onsite training sessions, circulate health newsletters, carryout researches, resolving situations as as raised by enrollees.
• Be responsible for general administration, appropriate adjudication, negotiation of claims.
• Timely treatment of pre-authorization requests and codes.
• Sufficient and effective deployment of monitoring/quality assurance tools.
• Effective provider visitation and proper reporting of visits and Quality Assurance tools utilized in weekly report.
• Effective use of computer to analyze report and submit reports.
• Ensure confidentiality of Client records.
• Coordinate medical reviews, grievances and appeals.
• Ensure seamless operations in the provision of care to enrollees.

Job Specific Competencies (Skills/ Knowledge/ Attributes)

• Ability to develop, influence and implement systems and procedures.
• Possess excellent verbal, written and presentational skills.
• Excellent analytical skills.
• Knowledge of project management techniques.
• Ability to work under pressure.
• Must possess excellent time management skills.
• Business minded with a focus on developing creative solutions.
• Ability to use discretion.

Qualifications

• A certified Doctor with MBBS or MBCHB Degree

Job Specification (Experience & Training):

• Minimum of 2 – 4 years’ post NYSC experience.